Service Desk Lead / Senior Service Desk – 3+ Years Experience | Malaysia

Kamlaxglobal; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Kamlaxglobal in Malaysia is seeking an experienced Service Desk Lead / Senior Service Desk professional. The role requires strong hands-on ITSM, ticketing, and troubleshooting across hardware, software and networks, with at least 3 years in service desk environments.

Candidates with prior senior or lead experience and ITIL Foundation certification are preferred. Malaysian applicants are encouraged to apply.

Qualifications

• Minimum 3 years of Service Desk or Technical Helpdesk experience.
• Hands-on experience with ITSM tools and ticketing systems.
• Strong hardware, software and network troubleshooting skills.
• ItIL Foundation certification preferred.
• Previous Senior Service Desk or Lead experience is advantageous.
• Good leadership and team coordination skills.
• Strong communication and customer service abilities.
• Experience documenting SOPs and technical documentation.

Responsibilities

• Manage and support Service Desk and Technical Helpdesk operations.
• Handle technical support requests through ITSM tools and ticketing systems.
• Troubleshoot hardware, software and network-related issues.
• Support efficient ticket management and issue resolution.
• Maintain SOPs and technical documentation.
• Coordinate technical support activities and assist team members.
• Maintain effective communication with users and stakeholders.
• Support customer service quality and service delivery standards.

Skills

ITSM tools

Ticketing systems

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Leadership

Customer service

Communication

SOP development

Education

ITIL Foundation certification

Tools

ITSM ticketing platforms

Job description

Location: Malaysia

Job Category:

• Information Technology (IT) & Software
• Customer Service & Support
• Engineering & Technical
• Administration & Office Support

Job Overview

An employment opportunity is available for an experienced Service Desk Lead / Senior Service Desk professional in Malaysia.

The employer is looking for candidates with at least 3 years of experience in Service Desk or Technical Helpdesk operations. The ideal candidate should have hands-on experience with IT Service Management (ITSM) tools, ticketing systems, and technical troubleshooting across hardware, software and network environments.

Candidates with previous senior or team leadership experience, ITIL Foundation certification, and strong customer service and communication skills will be preferred. Malaysian candidates are particularly encouraged to apply.

Key Responsibilities

• Manage and support Service Desk and Technical Helpdesk operations.
• Handle technical support requests through ITSM tools and ticketing systems.
• Troubleshoot hardware, software and network-related issues.
• Support efficient ticket management and issue resolution.
• Maintain standard operating procedures (SOPs) and technical documentation.
• Coordinate technical support activities and assist team members.
• Maintain effective communication with users and stakeholders.
• Support customer service quality and service delivery standards.

Requirements & Qualifications

• Minimum 3 years of Service Desk or Technical Helpdesk experience.
• Hands-on experience with ITSM tools and ticketing systems.
• Strong hardware, software and network troubleshooting skills.
• ITIL Foundation certification preferred.
• Previous Senior Service Desk or Lead experience is an advantage.
• Good leadership and team coordination skills.
• Strong communication and customer service abilities.
• Experience preparing SOPs and technical documentation.
• Malaysian candidates preferred.

Salary, Benefits & Career Growth

Salary and additional employment benefits have not been disclosed in the original job advertisement.

This opportunity offers professional development in IT service management, technical support operations, incident management and service delivery. Candidates with leadership experience may further develop their capabilities in Service Desk management and team coordination.